Executive - End User Computing (EUC)

Hartalega; Sepang; On-site; MYR 36,000 - 48,000; Full time

Job summary

Hartalega in Malaysia seeks an EUC Support Engineer to be the first point of contact for end users calling the IT service desk. You will deliver high-quality customer service, resolve tier 1 requests, and document activities in ITSD/ITRF with knowledge base assistance.

Responsibilities include troubleshooting basic end-user issues across software, hardware, network, and telecom systems, with escalations to Tier 2/3 as needed. Strong communication and proactive problem solving are essential.

Qualifications

• Minimum Diploma or Degree in Computer Science, Computing Engineering or any other equivalent qualifications.
• At least 2 years of working experience in related field.
• Strong customer service orientation and communication abilities.

Responsibilities

• Serve as the first and single point of contact for end users calling IT service desk.
• Provide level 1 support across software, hardware, network and telecom issues.
• Log all interactions in ITSD/ITRF and use knowledge base to resolve requests within SLA.
• Escalate unresolved items to Tier 2/3 support teams as needed.
• Document inquiries and resolutions, and generate activity reports.

Skills

Customer service

Troubleshooting

Ticketing

Knowledge base

Education

Diploma/ Degree in CS or related

Tools

ITSM/ITRF

Job description

• The EUC Support Engineer’s role is the First and Single Point of contact for the end users who call IT service Desk.
• While providing the highest level of customer service, answers incoming calls, tracks all information in ITSD/ITRF, using a knowledge base tool along with their expertise to resolve tier 1 requests within a timely fashion.
• The EUC Support Engineer escalates unresolved problem/issue/requests to the proper Tier 2 and 3 support team.
• Troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop/laptop support.
• In addition, knowledge of ITSD, solved ticket within SLA, report generation, prioritizing of work, handling inventory and end user complaint, documentation and pro-actively handling IT related cases.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Work directly with other department to resolve problems and help test products.
• Document all technical inquiries, develop and review content for knowledgebase.
• Provide single point of contact, first level support and convey resolutions to end user issues.
• Properly escalates unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update end user’s data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with end user, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customer’s expectations.
• Ensure proper recording, documentation, and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desks procedures, products, and services.
• To provide technical support
• Primary responsibility is user support and customer service. Being present and available to end user requiring technical assistance.
• Respond to questions from all emails and telephone.

REQUIREMENTS

• Minimum Diploma or Degree in Computer Science, Computing Engineering or any other equivalent qualifications.
• At least 2 years of working experience in related field.